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Your response rate and response time measure how quickly and consistently you respond to inquiries and reservation requests.

It’s most important to focus on your response rate, which impacts your Superhost status and search placement. Your response time gives guests an idea of how quickly they’ll receive a response from you, but has less impact on your host status.

How response rate is calculated

Your response rate is the percentage of new inquiries and reservation requests you responded to (by either accepting/pre-approving or declining) within 24 hours in the past 30 days. If you’ve had fewer than 10 message threads in the past 30 days, the response rate is based on the 10 most recent threads from the past 90 days.

If a guest sends you an inquiry—a question, or any kind of message other than a reservation request—via Message host, you’ll need to respond to the inquiry within 24 hours to maintain your response rate. If the guest sends you a reservation request, you’ll need to accept or decline within 24 hours to maintain your response rate.

The response rate to determine Superhost status is calculated differently and is based on your responses over the past 365 days.

How response time is calculated

Your response time is the average amount of time that it took for you to respond to all new messages in the past 30 days.

Where to find your response rate and time

You can locate both your response rate and time at the bottom of each of your listing pages. You can also find this info in your account under:

• Insights for most hosts
• Performance for hosts using professional hosting tools

Improve your response rate and response time

To improve response rate and response time, do the following as soon as you can within 24 hours of receiving an inquiry or reservation request:

• Accept or decline reservation requests
• Pre-approve or decline booking inquiries
• Send a special offer following a booking inquiry
• Reply to new inquiries from guests

Responses after 24 hours count as a late response, which will decrease your response rate and increase your response time.

Your response rate and response time aren’t affected by follow-up messages between hosts and guests. You don't have to send the final message in a conversation to maintain your response time.